“Direct Unlocks are a scam.
I search Google for 'Vodafone iPhone Unlocks' and these guys are the sponsored results displaying 'From £23.99' (ASA Ruled against these guys yin 2018 instructing them to drop the 'from' claim as they were unable to demonstrate anyone actually pays the 'from' rate. ASA ref A18-447541). Looks like the advice is getting ignored years later.
Run a search on my IMEI, and I am presented with a cost of £23.99 and I continue to purchase.
Several hours later, I am asked for an additional £95 to complete the unlock. I click the 'query this charge' where I receive a response immediately saying the charge was clearly stated on my order confirmation.
Confused, I go back through the purchase flow (as a new customer again) and the charge is pretty obvious. I was surprised I missed it.
Intrigued, I use my husbands phone to run a quote on his IMEI. The £23.99 charge displays, no reference to any additional charges.
Run the search a second time for his IMEI, this time the charge DOES show on the order confirmation page.
Here's what they are doing:
A unique IMEI search omits details on extra charges (sure, they are buried in the T&C, but the extra charge is not evident to the customer).
When you get a told there are extra charges, and run your IMEI through again, the charge will show. Making customers confused thinking they missed the charge and perhaps agree to pay it.
Shady practice indeed.
The reviews on review.io are 1*. The reviews on Trustpilot are 4*. They refund £10 for good reviews on TP. Go figure ;)”
Hello Steven,
Thank you for taking the time to share your experience, and I'm genuinely sorry to hear that it has not been satisfactory. I understand how frustrating unexpected expenses can be, especially when they seem to be concealed.
As you've mentioned, you have been charged £23.99 for an eligibility check which is a non-refundable payment, as detailed in our terms and conditions. The checkout page clearly outlines all costs associated with the service before the final purchase is made, including Eligibility checks and subsequent Unlocking costs. The additional £95 would be for the actual unlocking service, which is a separate step following a successful eligibility determination.
I realize that multiple payments can be confusing and assure you that we aim for transparency with all our services. Running the check a second time with the same IMEI likely resulted in the additional charge showing up due to our system recognizing the IMEI from the previous query. We understand this was not clear on your initial search, and for that, we apologize.
Given that your order status is "Already Refunded", it seems that we have processed a refund regarding your initial payment for the Eligibility Check. I encourage you to continue the discussion with us if there are any further aspects of the service that you are dissatisfied with. Our goal is to provide a transparent and effective solution to unlock your phone, and we certainly do not want to leave you feeling misled.
While we can't offer a refund on the initial eligibility check as per our policy, we are committed to working with you to provide clarity and support throughout the remaining process. If there's anything we can assist with to improve your experience, please let us know.
Warm regards,
Charlotte
“As per many other reviews...basically a legitimate scam...I paid a fee of $28 to unlock and then receive a follow up email asking for $116...I have asked for a refund but don't hold out much hope...web ombudsman please, where are you?..”
Hello Mark,
Thank you for taking the time to provide your feedback. We understand your concerns about the additional payment requested following your initial Eligibility Check. As outlined on our checkout page, the unlocking process for phones includes two steps: first an Eligibility Check, for which you've paid $28.00, and if eligible, an Unlocking Payment is required to complete the process.
We assure you that all costs are presented upfront, and we also strive to make our services as transparent and straightforward as possible. To continue with the unlocking of your iPhone 8 from the network Three Ireland, the next step would be to proceed with the Unlocking Payment.
We value you as a customer and would like to see the process through to a successful unlock. If you have any further questions or require additional assistance, please don't hesitate to reach out. We're here to help ensure that your experience ends positively.
Warm regards,
Charlotte
“When you post an order, says that the time frame is between 1 hour and 6 hours, as soon as you pay, the time frame changes, in my case was 10 days. Is ridiculous. Then when you contact support for a refund they say no because they already send the order. No money, no codes, nothing happened. Avoid this company.”
Hello there,
Thank you for taking the time to leave a review, and I'm sorry to hear that the experience didn't meet your expectations. It's important to clarify that delivery times provided are guidelines based on previous unlocks and are not guaranteed (as mentioned in our terms 1.1 and 6.1). They can vary due to a number of factors outside of our control.
As per our cancellation policy, it is not possible to cancel an order once payment has been made (as outlined in terms 2.1), since eligibility checks and unlocking costs are incurred immediately. Regarding your mention of no codes being received, please note that, depending on the specifics of your order and the service you've chosen, the unlocking process may not always involve an unlock code.
If your order is currently awaiting payment, I encourage you to continue with the process so we can work towards a successful unlock for your device. Should you require further assistance with your order or have additional questions, please do not hesitate to contact our Live Support through your tracking page, where our team can offer you more personalized help.
We strive to provide clear communication and transparency throughout the unlocking process, and we are committed to helping our customers have a positive experience. Your feedback is valuable, and we hope to resolve any concerns you may have.
Kind regards,
Charlotte
Hello,
Thank you for your message and I'm sorry to hear that you've been waiting for almost 2 weeks. I understand waiting can be frustrating. Unlocking times can vary and are influenced by a number of factors. Rest assured, we do strive to complete your unlock as quickly as possible and keep you informed of any changes to delivery times.
To help you more effectively, I'd need to check the current status of your order. For that, your IMEI number is crucial as it helps us identify and track your specific unlocking request. If you could provide that, along with your order number, it would be greatly helpful. If you have any concerns or questions during the process, please don't hesitate to use the Live Support feature on your tracking page for immediate assistance.
We appreciate your patience and look forward to resolving any issues so that you can enjoy your unlocked phone soon!
Best regards,
Charlotte
“Submitted my phone on 11 January 2020. Now I know Covid has been a problem but clearly not for a lot of people’s unlocks. It’s now 10 September, progress bar says 98 days, 12 hours, it’s been like that for a very long time. I get the same response, just slightly different wording every time I email, essentially once a month. Wording as in “we don’t want to keep our customers in the dark”, sounds like Eskom here in South Africa with load shedding, or “we’re chasing the imei”. Will do the same same as I did and email on the 14th of this month as I did last month. According to a calendar calculator, it’s been 169 working days for the UK. This is total working days excluding public holidays. It’s meant to take 90 working days. I’ve been waiting patiently for a very long time. I put this phone through over year ago and was told it couldn’t be be unlocked due to the so called “premium service” being unavailable as of yet and then put through my phone imei after the service was made available. If I knew this was going to take so long I would’ve just made a plan and bought a new phone. Unfortunately I wasted money and now I’m waiting on hopes and dreams. If I complain, I get offered discounts. I don’t need a discount on other phones as I have just this phone to be unlocked and can’t be bothered to ever use this service again. No doubt I’ll get a response that it’s been escalated blah blah blah and now my phone is as useful as a condom with a hole in it. I guess I could use it as a skipping stone. Just gotta make sure it I throw it right I guess. Or a paper weight but a phone I paid R5500 for a phone that I unfortunately made the mistake of buying without checking that it was unlocked, my stupid mistake and have lost count on how much money I’ve spent with this company just doesn’t seem worth it. Thanks for wasting my time and money guys. I won’t get a refund because that’s how the company operates, just discounts on services that I can’t use and that probably won’t work.......again”
Hello,
We are truly sorry to hear about the extended delay and the frustration this has caused. While Covid has indeed affected various services globally, we strive to keep our processes as efficient as possible and understand the importance of timely service.
Referring to your case, it seems you've been exceptionally patient, and we genuinely appreciate it. As your order is showing as "Hard-Locked" and considering the time elapsed since your order placement, it might be a more complex situation than usual which requires further attention from our technical team. Our aim is always to complete the unlock process within the stipulated guidelines, but occasionally, unforeseen complications can extend these timeframes.
We've noted your intention to not use our services in the future, which is regrettable. However, given your experience and our commitment to customer satisfaction, we are particularly motivated to resolve your issue. Given your status and the payments you've made without a resolution, we will once again escalate this matter internally to ensure your case receives the necessary priority and look to update you promptly with any progress.
Please rest assured, since you have a credit note issued, this can be put toward any future services should you decide to use them. We understand that a discount may not be immediately helpful, but it is available to you for any service you might need down the line.
We hope to turn your experience around and provide a positive outcome soon. Your understanding is greatly appreciated, and we will be in touch with updates regarding your iPhone 8 unlock. Please feel free to reach out if there's anything else we can assist with in the meantime.
Kind Regards,
Charlotte
“Paid for premium service over a year later no unlock just stories
Do not give them one cent !!
Now claim company was resold
Just don’t ever give them any cash”
Hello R J Davies,
I'm sorry to hear about the difficulties you've faced with our premium service. We truly understand how frustrating it can be when things don't go as expected.
Our records show that an attempt to unlock your Apple iPad was made, and I see that your order status indicates "Hard-Locked", which unfortunately means that the network carrier has applied an additional level of security.
As per our terms and conditions, for devices reported as "Hard-Locked", we issue a credit note due to the complexity of such cases (please refer to section 7.5 of our terms). This credit note can be used against any sim unlocking service for a different device in the future.
Even though the company has changed hands, we are committed to addressing leftover concerns from our clients. Rest assured, we strive to improve our services continuously and aim to resolve your issue satisfactorily.
Please feel free to use your credit note at any time. Should you have any further questions or require assistance with utilizing your credit note, do not hesitate to get in touch with us. We're here to help you through every step of the process.
Warm regards,
Charlotte
“Well, it's been 28 days since I paid the initial fee and all I've gotten was an excuse as to why they 'can't unlock my phone'. I understand that sometimes there may be an issue with a carrier but taking the initial fee under the pretence that that was all I'd have to pay, is shady business. I've seen them flag other peoples reviews on many sites, so I won't be shocked if mine is, as well. I'll be requesting a refund in 2 days.”
Hello Holly,
I'm truly sorry to hear that your experience hasn't been as smooth as we aim for it to be. I understand that dealing with unlock issues can be frustrating. Regarding the initial fee for the eligibility check, please know that this is a necessary step to ensure that your phone can be unlocked, and the cost for this service is outlined during the checkout process. I see that you have been refunded this amount as well.
As for the unlocking process, it appears that we are unable to unlock your Samsung S8+ from the Sprint USA network with conventional unlocking codes, and a Remote USB Unlock service would be required in this case. This service is an alternative method when standard codes are not available.
I would love to help you get your Samsung S8+ unlocked and to hopefully turn your experience around. If you're open to it, I recommend proceeding with the Remote USB Unlock service to complete the unlocking process. If you need any assistance with this or have any further concerns, please let me know. I'm here to help!
Warm regards,
Charlotte
“NOT open regarding their costs. You make first payment then before you receive the unlock details you must pay a whole lot more... I did not!! so lost the £20 up front.”
Hello,
Thank you for taking the time to share your concerns. We understand that the structure of the payments for our services might have felt unclear, and we apologize for any confusion caused.
To clarify, there are indeed two separate payments for the unlocking process: the Eligibility Check, and then the Unlocking Payment. Both of these costs are outlined on our checkout page before purchase, to ensure our customers are fully informed of the unlocking process in advance.
Since the Eligibility Check has been completed, if you wish to proceed with the Unlocking Payment, we're here to support you through the rest of the process. We believe that completing the unlocking will provide value far beyond the initial payment and we’d love the chance to prove that to you.
If you have any further questions or require assistance, please use the Live Support feature on your tracking page, and provide your IMEI so we can give you the most accurate and helpful service.
Warm regards,
Charlotte
“Honestly, if there was a zero star option available I'd use it,
This is about 3 months in now, still no unlocked phone, I've paid twice now, and just yesterday i was told I need to pay another £60, this is off the back of me initially thinking that it would cost the price of the first payment which was £20, the second was £60 now another £60????
If you can... Avoid using this service please it's just 1 scam after another”
Hello there, I'm truly sorry to hear about the frustration you've been experiencing with the unlocking process. It sounds like you've had quite the journey so far, and I understand why you would feel this way. I'd like to clarify the payments and the process for you.
It looks like you've already completed the initial Eligibility Check, for which there is a fee as stated in our terms. This cost is for the check to be performed to ensure the phone can be unlocked. Once that's confirmed, the unlocking payment comes into play, which is separate and necessary to actually proceed with unlocking the phone.
We always aim to be transparent about our pricing and process, and I apologize if this was not clear from the outset. All costs are outlined on the checkout page prior to purchase, just as you've experienced with your payments. We really appreciate your patience and would love the opportunity to make things right for you.
Could you please provide the IMEI number of your phone? This way, we can look into the specific details of your order. If you'd prefer not to share it here or need more immediate assistance, our Live Support on the tracking page is always available to help resolve your issue as swiftly as possible.
Thank you for reaching out, and I look forward to assisting you further to get your phone unlocked.
Hello Q King,
Thank you for taking the time to express your concerns. We're truly sorry to hear that your experience has not met your expectations. We value your feedback and would love the opportunity to address any issues you may be facing.
As our records indicate, your iPhone 6 Plus has been successfully unlocked from the O2 UK network, as per your order placed on July 7, 2020. Since your order status is "Unlock Complete", we invite you to ensure that the device is functioning with different network SIM cards by following the easy instructions sent to your email.
We strive to provide clear information regarding costs and the two-step process that is often required for unlocking: the Eligibility Check followed by the Unlocking Payment. Our goal is always to ensure a transparent customer journey.
If there's anything specific you'd like to discuss or need assistance with, please do not hesitate to reach out to us. We are dedicated to ensuring your satisfaction and would like to help make your experience a positive one.
Kind Regards,
Charlotte
Posted 9 months ago
Hello Q King,
Thank you for taking the time to express your concerns. We're truly sorry to hear that your experience has not met your expectations. We value your feedback and would love the opportunity to address any issues you may be facing.
As our records indicate, your iPhone 6 Plus has been successfully unlocked from the O2 UK network, as per your order placed on July 7, 2020. Since your order status is "Unlock Complete", we invite you to ensure that the device is functioning with different network SIM cards by following the easy instructions sent to your email.
We strive to provide clear information regarding costs and the two-step process that is often required for unlocking: the Eligibility Check followed by the Unlocking Payment. Our goal is always to ensure a transparent customer journey.
If there's anything specific you'd like to discuss or need assistance with, please do not hesitate to reach out to us. We are dedicated to ensuring your satisfaction and would like to help make your experience a positive one.
Kind Regards,
Charlotte
Hello!
I'm truly sorry to hear about the challenges you're facing with the iCloud unlock on your iPhone 6 and the issues regarding your refund request. Our iCloud unlock services generally address the SIM unlock of the device, and if your phone is burdened by an activation lock due to iCloud, that's a different service altogether.
As mentioned in our refund policy, sim unlocks won't be refunded if the device is unusable due to the iCloud Activation Lock. However, you can opt for our iCloud Removal service if that's something you'd be interested in.
Nonetheless, if you believe your situation meets our eligible refund criteria, we're keen on resolving this promptly. Without an IMEI or order reference, it's complex to address your specific case accurately. If you could provide your IMEI number or use the Live Support in your tracking page, we would be better positioned to assist you.
Thank you for reaching out and giving us the opportunity to make things right. We look forward to hearing back from you so we can further assist.
Posted 9 months ago
Hello!
I'm truly sorry to hear about the challenges you're facing with the iCloud unlock on your iPhone 6 and the issues regarding your refund request. Our iCloud unlock services generally address the SIM unlock of the device, and if your phone is burdened by an activation lock due to iCloud, that's a different service altogether.
As mentioned in our refund policy, sim unlocks won't be refunded if the device is unusable due to the iCloud Activation Lock. However, you can opt for our iCloud Removal service if that's something you'd be interested in.
Nonetheless, if you believe your situation meets our eligible refund criteria, we're keen on resolving this promptly. Without an IMEI or order reference, it's complex to address your specific case accurately. If you could provide your IMEI number or use the Live Support in your tracking page, we would be better positioned to assist you.
Thank you for reaching out and giving us the opportunity to make things right. We look forward to hearing back from you so we can further assist.
“Placed my order in March 2020. And its July 2020 now. Still haven’t unlocked my phone yet and they’re asking me to pay another additional 91 dollar. This is actually the 3rd time they asked me to pay for it. The first time, it’s 28 dollar. Then they need another 42 dollar for FINAL PAYMENT. Shady business this is, i bet. I’ve got everything written via emails and screen shots everything.”
Hello,
Thank you for reaching out and sharing your concerns. I'm sorry to hear about the delay and the additional payments requested. I would like to ensure that your experience is transparent and straightforward.
As per the process outlined in our terms and conditions, the initial payment covers the eligibility check, which is a separate process from the actual unlocking service, and this cost is non-refundable. If your phone is eligible for unlocking, a final unlocking payment is required. It appears there might have been some confusion regarding these distinct stages and associated costs.
The delivery times for our services, as stated, are guidelines and can sometimes vary. I understand waiting since March can be frustrating, and I sincerely apologize for any inconvenience you may have experienced.
To help resolve this matter, could you please provide the IMEI number of your device? This way, we can look into your specific order and give you a clear update on the status. Without the IMEI number, we're unable to access your order details or provide personalized assistance.
If you’d still like to proceed with the unlock, I would encourage you to complete the process, as you’ve already invested in the eligibility check. If you’ve encountered any issues or if something is unclear, please reach out via the Live Support on your tracking page, and our team will be glad to assist.
Again, I apologize for any inconvenience and hope we can address your concerns effectively.
Best regards,
Charlotte
“Unreliable, promotes services it cannot provide, and does not reimburse.
I bought an icloud ilock, it failed because they claimed the phone I had was a difficult case because it was reported as lost, they didn't reimburse me and never mentioned that some cases may not work. I have accepted that reality, but then they marketed a premium service that unlocks all icloud unlocked phone whatever the circumstance is, including phones marked as lost. I bought that "premium" service in January 2019. So I have paid this company 100GBP in total. They promised for the phone to be unlocked in a maximum time of 90 days. It has been a year and a half now, and the phone is still locked, they answer one over 5 emails I send, and they do not accept to reimburse me what I have paid for a service they have failed to provide as promised.
Totally unacceptable.
AVOID!”
Hello Kinda Hassan,
I'm really sorry to hear about the issues you've encountered with your unlocking service and can understand how frustrated you must feel. I’d like to help clarify some points and assist you the best I can.
You've mentioned purchasing our iCloud unlock which was unsuccessful due to the phone being reported as lost. Based on our policy, which states "iCloud Activation Lock on iPhones: Contact the iPhone owner for iCloud removal or buy our iCloud Removal service. Sim unlocks won't be refunded if the device is unusable due to Activation Lock," unfortunately, the refund isn't applicable in this scenario.
Regarding the premium service you've purchased, I see that your expectation was for the unlock to be completed within 90 days. I apologize that the service has not yet met this expectation. As per our terms, "If the service fails for any reason, you'll be refunded along with any Standard Service payments you have made," and thus you should be eligible for a refund if the premium service has indeed failed without resolution.
Since your order status is "Hard-Locked," our refund policy also states that "Any unlocks which come back as Hard-Locked by the network will be refunded in the form of a Credit Note, due to the amount of work required in attempting to perform this unlock."
While I understand that your experience has not met your expectations, and you have expressed a desire for a refund, I can arrange for a credit note to be issued to you as outlined in our policy. This way, you can use the credit for any other service we offer that might be applicable to your situation.
If you could please provide me with the details of your order, I will look into your case personally and see how we can progress efficiently. Your case will be treated with the utmost priority, and I assure you we aim to convert this experience into a positive one.
Thank you for reaching out, and I look forward to resolving this matter to your satisfaction.
Warm regards,
Charlotte
“Paid them two times, after 5 days they still cannot unlock it. They said they would offer a full refund; I emailed them my receipt showing the payment of the phone. No response from them.
I e-mail them the the proof of purchase of my phone repeatedly. They do not read the e-mails and do not reply to e-mails.
In summary, I'm dissatisfied with their services because:
1. They do not disclose the full price upfront; they asked for a small amount then requested more money afterwards
2. They don't refund your money if they are not able to unlock the phone; they ask for a proof of purchase and then don't reply to your e-mails; they assume your phone is blocked/banned and is the your fault - here they are dishonest because checking if phone is blocked is a free service that they should use before asking for money”
Hello Ovidiu Negus,
Thank you for reaching out and providing your feedback. We're truly sorry to hear that your experience has not been satisfactory. Our intention is always to provide clear and upfront communication regarding our services and fees. As outlined on our website, the unlocking process typically involves an Eligibility Check followed by an Unlocking Payment, and all costs are presented at the checkout page before purchase.
Regarding the full refund, our process does include refunding customers under certain conditions, as per our Refund Policy. However, if your case falls into one of the categories where a credit note is issued, it can be used towards any future unlocking service that might suit your needs.
We completely understand how important clear communication is, and we're sorry if there has been any misunderstanding. We certainly do not assume phones are blocked or banned without proper verification — our checks are in place to prevent such errors.
We acknowledge the concerns you raised:
1. We aim to be transparent with our pricing. If there are additional costs involved such as upgrading from a standard to premium service, these are charged accordingly and clarified during the process.
2. Concerns regarding refunds and the requirement of proof of purchase are taken seriously. We operate within the guidelines of our Refund Policy. If there's been a failure in our service, please rest assured we'll address it responsibly.
As your order status is "Awaiting Payment for Premium Service," which is currently offline for your network, we will contact you once the Premium Service becomes available to proceed with the unlocking.
Your patience and understanding are greatly appreciated, and we want to ensure your experience with us is resolved to your satisfaction. We invite you to reply to this message or contact us directly so that we can address any ongoing issues and work towards a suitable solution.
Best regards,
Charlotte
“Hi,
Used directunlocks for an iphone 8 unlock several weeks ago, firstly paid 20euro and then they asked for 35euro more, it came back that it couldn't be unlocked after paying, and they said they would give me a £37.99 credit, so on monday 24th feb, i went to unlock an iphone 5c, went through the credit card process as they said the credit would be applied using my email address as verification, but they took €18.99 from my credit card, and then i got an email asking for another €35 euro, have sent lots of emails asking about the credit and no replies, there's no phone number to call. Have now reported to CC company for charge back. Based on my experience i can only assume these are scammers”
Hello,
I'm really sorry to hear about the confusion with the credit application and the issues you've faced. It certainly isn't the experience we want any of our customers to have. Allow me to clarify the situation regarding the credit and the payments you've made.
When you attempted to unlock the iPhone 8 and it couldn't be unlocked, we provided a credit of £37.99 as per our refund policy. This credit was meant to be automatically applied to your next service using the same email address for verification, which seems to have not happened in your case when you tried to unlock the iPhone 5C. I understand this is frustrating and would like to resolve this promptly for you.
To address the additional payment of €35, this is standard as all phones require an Eligibility Check first (which you have paid €18.99 for), followed by an Unlocking Payment as outlined in our terms and conditions. I apologize if these steps were not clear at the outset. The initial payment for the Eligibility Check is non-refundable, as detailed in our refund policy since we've performed the service.
Please rest assured that Direct Unlocks is committed to providing a legitimate unlocking service, and we're here to help you through the process. I would like to get this sorted out for you and ensure that your previously acquired credit is applied correctly. Could you please provide your order details and email address you used for your orders so that we can look into this matter and correct the issue with the credit not being applied?
Thank you for bringing this to our attention, and we look forward to rectifying the situation for you.
Best regards,
Charlotte
“I've just bought a Samsung S10+ and looking to unlock it. The Direct Unlocks website looks great and seems really straightforward... in fact they promote the fact that they have over 2500 positive reviews (must ignore the bad ones). So you go ahead and enter all the info, pay your £17.99 and expect to receive the unlock code... BUT NO... instead you get an email saying "track your progress" where you get told there's a 2nd charge... a "final payment" required... At no point in the whole process are you told there are two separate payments required. Also at no point are you told the total cost. I've went back and looked at all the screens leading up to payment... Nothing... Unless it's in teeny tiny writing somewhere. I'll be requesting a refund.
UPDATE: It is in teeny tiny wee writing... Underneath the £17.99 charge (in very small and very light grey colouring) is the text "Please note there will be a payment of £19.4 on completion of the unlock." I'm very angry at myself... should've known it was too easy. So Direct Unlocks i'll be going to the ASA, Trading Standards and various other forums to tell people not to use you. Seems very devious to not post the correct total price. I'll also be seeing if my credit card company can cancel payment to you.”
Hello Mark,
Thank you for your feedback and I'm really sorry to hear about the confusion regarding our payment process. I can assure you that it's not our intention to mislead anyone. On our checkout page, we do outline that there are two payments involved in the unlocking process – an Eligibility Check followed by an Unlocking Payment.
I completely understand your concerns and would like to clarify how this works. The first payment of £17.99 you've already made was for the Eligibility Check to ensure that your Samsung S10+ can be unlocked from Vodafone UK. This payment has already been refunded to you.
Please note, once your phone is confirmed to be eligible, the final unlocking payment will be needed to proceed with the actual unlocking service. Our intention is to be as transparent as possible, and we are always looking for ways to improve customer experience.
I'd love for you to give us a chance to turn your experience around. Since your order is already refunded, consider whether you would like to proceed with the unlocking process with the understanding of the involved costs. If your device does not ask for an unlocking code, we can offer the Remote USB Unlock service that is tailored to such situations.
Should you have any further questions or require assistance with the process, please don't hesitate to get in touch with our support team.
Warm regards,
Charlotte
“Avoid like the plague!!!
Promised to unlock my iPhone for £19.99....was hit a day later for £59.99...have just received an email saying my phone cannot be unlocked and need to upgrade again to Premium Service (haven't even looked at what that's going to cost!).
They keep referring to T&Cs and are trying to withhold my refund. Surely if they promise to do something and cannot deliver a refund is entirely reasonable.
AVOID!!! YOU WILL BE LEFT DISAPPOINTED & OUT OF POCKET.”
Hello Martin,
I'm sorry to hear about your experience and understand your concerns regarding the payments. The initial £19.99 fee was for the Eligibility Check to ensure that your phone can be unlocked, which is a necessary step before proceeding.
After that, the £59.99 payment you mentioned appears to be for the Standard Unlock service for your iPhone 11. It seems there has been a need for an upgrade to the Premium Service, which is a separate cost when the Standard Service is not sufficient. Our terms and conditions mention that the initial payments for the Eligibility Check and Standard Unlock are non-refundable because the services have been provided.
I understand it might be frustrating to encounter additional charges, but we're committed to unlocking your phone and have issued a credit note for you to use against a different service in the future. We would love the opportunity to complete this process for you once our Premium Service is available again.
We are here to support you through the unlocking process and are waiting for the Premium Service to be back online for your network. I assure you, once it becomes available, we will be in touch to help finalize your phone's unlocking.
Kindest regards,
Charlotte.
Hi Jason,
Thank you for taking the time to leave a review. We're pleased to hear that you find our iPhone unlocking service trustworthy. We understand concerns about cost and want to assure you that our prices reflect the quality and reliability of our service, including the eligibility check and the actual unlocking process.
Remember, unlocking your iPhone 6 Plus from Softbank Japan is an investment in your device's versatility, allowing you to switch carriers and potentially save on future network costs.
If there's anything more we can do to assist you or improve your experience, please let us know. We value your business and are here to help.
Best regards,
Charlotte
Hi Lile
Thanks for your review of our service, we are glad to hear that your phone is now unlocked.
Posted 4 years ago
Thank you for the feedback, Ilie! We're thrilled to hear you're pleased with our speedy and high-quality service. If there's anything more we can do to help or if you have further questions about your Samsung Galaxy S9+ unlock, don't hesitate to reach out. Enjoy your newly unlocked device!
Hello G Volo,
Thank you for taking the time to leave your feedback. We're delighted to hear that you find our service useful and reliable. If there's anything more we can do to assist you or enhance your experience, please don't hesitate to reach out.
Best regards,
Charlotte
